What do I need to do if I want raise concerns with you?
Firstly, we hope that you would not feel the need to raise concerns with us but sometimes mistakes happen and if you are unhappy, you may raise a complaint with us. If you want to make a complaint about TIME Investments or any of our people or services, you can contact us in the following ways:
Telephone: 0345 600 1213
Or you can write to us at:
338 Euston Road
On receipt of your complaint we will look into any concerns that you raise with us. We may be able to resolve your complaint quickly and if we feel we are able to resolve the matter within 3 business days we will send you a written response outlining our decision. This will be called our “Summary Resolution Communication”.
If we need longer to look into your complaint, we will acknowledge your complaint in writing within a few days. If we have not finished our investigation within four weeks we will write to you with an update. We may then take up to a maximum of a further four weeks to provide you with a final response letter.
What happens if I am not happy with your response?
If, when we write to you with our response to your complaint, you remain dissatisfied, you will have the right to escalate your concerns to the Financial Ombudsman Service. The Financial Ombudsman Service is a free to use dispute resolution service for Financial Services companies and their customers. Please note that you will have six months from the date of our final response letter or our “Summary Resolution Communication” to escalate your concerns to the Financial Ombudsman Service, or they may not be able to address your concerns.
When we write to you with our final response, we will provide you with details of their service and how to contact the Financial Ombudsman Service at the time, but should you wish to speak with them now, you can contact them in the following ways:
Telephone: 0800 023 4567
Or you can write to them at:
Financial Ombudsman Service